Helpdesk Lead

Requirements We are looking for someone who champions a "Shift Left" mentality—moving knowledge closer to the user through automation and self‑service—while ensuring high‑touch support for complex issues Experience: 5+ years in IT support, with at least 2-3 years in a Lead, Senior, or Supervisory role Deep expertise in administering SaaS environments (Google Workspace, Slack, Zoom, Okta, etc.) Strong knowledge of MDM solutions (Jamf, Kandji, or Intune) for automated device provisioning Familiarity with CrowdStrike is a strong plus Familiarity with Jira/Atlassian suites is a strong plus Familiarity with building out studio setups and running audio and visual equipment a strong plus Leadership Potential: Proven ability to mentor junior staff and manage vendor relationships. You must be ready to transition from being a sole contributor to a player/coach, participating and leading the helpdesk Empathy: You understand that a broken laptop isn't just a ticket; it’s a blocker to someone’s livelihood Communication: Ability to translate technical jargon into clear language for non‑technical stakeholders What the job involves Kodiak AI is looking for an experienced and proactive IT Helpdesk Lead to scale out our IT support function. In this role, you will be the primary owner of the employee technology experience. You will start as a hands‑on "department of one," establishing core processes and tools, with the explicit goal of hiring, training, and managing a team of 2-3 IT Analysts as we scale This is a unique opportunity to help further define the culture of IT at Kodiak AI Establish Processes: Design and implement scalable IT Service Management (ITSM) workflows, including ticket prioritization matrices, Service Level Agreements (SLAs), and escalation paths Tool Implementation: Configure and manage the ticketing system (e.g., Jira) and asset management tools (Snipe‑IT) to ensure data‑driven decision‑making Team Growth: Define the roadmap for the IT support team. You will be responsible for helping to hire and mentor future analysts, fostering a culture of empathy and technical excellence Access Management: Manage Identity and Access Management (IAM) for internal tools. A key focus will be automating "low‑effort" tickets (such as password resets or simple access requests) to prevent bottlenecks for our engineering and DevOps teams Incident Management: Serve as the primary point of contact for technical issues, troubleshooting hardware (Mac/Windows PC/Linux PC), software, and network connectivity problems Management of 35+ Zoom conference rooms across multiple locations Collaboration and support of Events Team with the following audio/visual equipment and events: Live and recorded podcasts, industry interviews, and talks featuring leadership All‑hands meetings, and other events utilizing the All‑hands AV and spaces General support and troubleshooting of all audio visual systems Onboarding: create a "zero‑day" start experience by ensuring new hires have fully configured hardware and access to all necessary SaaS platforms on their first day Offboarding: Securely manage the retrieval of assets and revocation of access for departing employees, ensuring data security and compliance Collaborate with People Ops, Legal and IT Infrastructure team to evolve employee life cycle workflows as needed Knowledge Base: Build a robust internal knowledge base (FAQs, wikis) to empower employees to solve common issues themselves (Tier 0 support) Automation: Work with Engineering/DevOps to identify repetitive requests and implement self‑service tools (e.g., Slackbots or automated provisioning workflows) to reduce manual toil #J-18808-Ljbffr